Refund policy

We offer a 30-day return policy (from the date of purchase) for orders with shipping addresses in the USA. You can return your insoles for any reason—even if worn—within the 30-day period. Insoles cannot be trimmed, cut, or altered, as doing so will void eligibility for a return. Articles of clothing must be returned in unaltered, unused and unwashed condition. 

How to Initiate a Return or Exchange

To initiate your return, please use the following link: https://move.loopreturns.com/#/ 

You will need your Move Order # to complete the process.

  • USA orders will be returned using UPS.

For returns, we will provide a prepaid return shipping label at no cost to you. 

Returns must be shipped within 10 business days of initiating the return to ensure proper processing.

Please email our team at support@move.one for further assistance.

Refund Process

Once we receive your item, please allow up to 5 business days for us to process your return or exchange.

  • For returns, the refund will be issued to your original payment method within 3-5 business days after processing or as a Gift Card.

Refunds on Shipping Fees and Customs, Duties, and Taxes.

  • Shipping fees are non-refundable. 

  • Customs and duties fees determined by government authorities are non-refundable, and Move is not responsible for these charges.

Exchanges and Order Adjustments

  • You are able to exchange articles of clothing as long as the item is in an unworn, unused, unaltered condition. 

  • Due to the high volume of orders, cancellations or changes may not be possible once your order is placed. If you need assistance, contact us at support@move.one as soon as possible, and we will do our best to help.

We are not responsible for incorrect shipping addresses or address changes after an order has been shipped. Please double-check your information before completing your purchase.

Return Policy Exceptions

We are committed to providing a fair and flexible return process. However, to maintain the integrity of our policy, we reserve the right to deny refunds or exchanges in cases of suspected fraud, abuse of the return and exchange system, or if incorrect or ineligible items are returned or to be exchanged. This includes items that do not match the original purchase or when insoles show signs of intentional misuse beyond normal wear within a 30 day period. Our goal is to ensure a positive experience for all customers while protecting against policy misuse. If any article of clothing is returned in used or worn condition, no refund will be issued, and the item will not be sent back to you.

Gift cards are final sale and cannot be returned, refunded, or cancelled.

International Refused & Unclaimed Shipments

For international orders, customers are responsible for accepting delivery of their package and for paying any applicable customs duties, taxes, brokerage fees, or other charges required to receive the shipment.

If an international shipment is refused, rejected, unclaimed, or otherwise returned to us due to the customer’s actions or failure to accept delivery, the customer is responsible for all costs incurred by us as a result, including return-to-sender shipping charges, customs or brokerage fees, duties, taxes, storage fees, and other carrier or handling fees.

These charges are separate from our standard return shipping fees and may be deducted from any refund otherwise due to the customer. If the costs incurred exceed the amount available for refund, we may be unable to issue a refund for the order.

Refusing or declining delivery does not constitute an approved return. Customers must contact us and follow our return process if they wish to return an item.

We are not responsible for return-to-sender charges resulting from a customer’s refusal or failure to accept an international shipment, including refusal due to applicable customs duties, taxes, or other import charges.

 

By making a purchase with us, you agree to the terms and conditions outlined in this refund policy.